Senior Escalations Manager – Cybersecurity Support

Ping Identity; Los Angeles (CA); Hybrid; USD 130,000 - 145,000; Full time

Benefits offered by this job

Competitive benefits

Volunteer programs

Generous PTO & Holidays

Healthcare options

Retirement programs

Education reimbursement

Job summary

Ping Identity seeks an experienced Escalations Manager to join our Global Support Organization. This role ensures customer satisfaction by managing and resolving complex escalations, acting as the bridge between customers, internal teams, and executive management, and driving continuous improvement.

The position requires 5+ years in enterprise technical support with at least 2 years managing escalations, and involves on-call duties and coordinating across Product, Engineering, Support, and

Qualifications

• 5+ years in an enterprise technical support org, with at least 2 years managing escalations
• Proven track record resolving high-impact customer issues and managing critical incidents
• Exceptional communication with executive-level management
• Understanding of SaaS org structures incl. Product, Engineering, Support, Customer Success, Sales, and Professional Services
• Ability to influence stakeholders and drive decisions under pressure
• Familiarity with support tools like Salesforce Service Cloud, Jira and Slack

Responsibilities

• Act as primary contact for customer support escalations and manage timely resolutions
• Coordinate high-priority incidents and communicate with customers
• Lead cross-functional initiatives to resolve issues in high-risk accounts
• Triaged, prioritized, and assigned escalations to appropriate teams
• Develop action plans and coordinate across teams to resolve escalations
• Build relationships with key customer stakeholders to restore confidence
• Provide status updates to customers and internal teams; capture feedback
• Gain deep product knowledge to effectively address technical issues
• Analyze escalation trends and recommend product/process improvements
• Conduct post-mortems for major incidents and share lessons learned
• Track metrics like escalation response times and customer satisfaction
• On-call is required

Skills

Escalations management

Executive communication

Incident management

SaaS operations

Cross-functional collaboration

Tools

Salesforce Service Cloud

Jira

Slack

Job description

Ping Identity seeks an experienced Escalations Manager to join our Global Support Organization. This role ensures customer satisfaction by managing and resolving complex escalations, acting as the bridge between customers, internal teams, and executive management, and driving continuous improvement.

The position requires 5+ years in enterprise technical support with at least 2 years managing escalations, and involves on-call duties and coordinating across Product, Engineering, Support, and